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Romania complaints handling

Definition of a complaint

A request, complaint or notification made in writing or by electronic mail, whereby a complainant or the complainant’s legal attorney-in-fact, acting exclusively in the name of the complainant expresses its dissatisfaction regarding insurers and insurance brokers’ activity.


Definition of a complainant

Any natural or legal person having the capacity of policyholder, beneficiary, contractor, beneficiary or aggrieved party as defined by the legislation in force.



A prompt acknowledgement of the complaint, in writing, within 5 (five) business days of the complaint being made.

A final response to be provided within 8 (eight) weeks of receipt of the complaint.


External Dispute Resolution

Financial Supervisory Authority / Autoritatea de Supraveghere Financiara

Splaiul Independentei No. 15, sector 5

050092 Bucharest



Tel: +4 08 00 825 627 or 004 021 668 1208

Fax: 021 659 60 51 or 021 659 64 36

E-mail: or Website: